Creating multiple ticket forms to support different request types (Professional add-on and Enterprise)

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79 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey YU-CHENG LI,

    There's no limit to the number of Ticket Forms you can have on your account.

    Let me know if you have any other questions :)

    0
  • David Hunter

    Is it possible to have a custom ticket field's (Drop Down) default set dependant on form type?

    0
  • Gail L
    Zendesk Community Team

    Hi David,

    You wouldn't be able make the default field value dependent on the ticket form, but if there are specific values that always correspond to different forms you could have triggers auto-fill them when tickets are created on the different forms.

    0
  • Will Brown

    Why is it that even if I choose only to include fully custom fields in my ticket form, an "Email Address" field automatically appears on my form? Is there any way to create a ticket form and NOT have "Email Address" on it?

    I am asking because we have users who do not have access to email and will be using WhatsApp as a support channel. So maybe the more specific question is: do ticket forms only apply to users who have the ability to communicate with our agents via email? Is there any way to integrate Social Messaging channels in a ticket form?

     

    0
  • Gail L
    Zendesk Community Team

    Hi Will,

    The web form does have the email field built in to it as a required field because it was designed with email follow up in mind, those forms are not currently supported for social messaging channels. 

    0
  • Will Brown

    Thanks for the insight, Gail.

    With that in mind, what ARE the ways we could expose a social media support channel (like WhatsApp) to users engaged with our product in a web environment? We use a code-based authentication system - allowing users to log in by having a code sent to their phone - so not all of our users need to have email addresses to use our product.

    0
  • Gail L
    Zendesk Community Team

    Hi Will,

    We do have an integration with What's App (it looks like you have a ticket with your account manager about the details for set up) but that integration does't currently use our web forms. The What's App integration we have allows customers to reach out via What's App and have the responses managed in Zendesk, but there isn't a lot of customization for the integration. 

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  • Cory Waddingham

    I was trying to access this page, to find a way to use JS to restrict some ticket fields to subsets of users. But I'm getting access denied. Can you open that page up? 

    We need to be able to allow some customers in one of our brands to set a certain field on their tickets, but not show that field to others. We don't want to create an additional brand to handle this, since both sets of customers are the same in all other respects (both use the same KB and Help Center). What's the best way to do this, if the JS solution referenced above is not available?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Cory, 

    I've re-enabled that post. It had been archived because it's pretty old and refers to a theme that no longer exists, but hopefully you can pull some info out of it and tweak it for the theme you're using. 

    1
  • Aiden

    Hi everyone,

    It looks like I'm not able to edit an existing ticket form and I'm logged in my admin account. The created ticket form is not clickable and there's no option for me to edit it, is there something I'm missing maybe?

    Thank you!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Aiden,

    Can you share a screenshot of your instance and explain what part of the ticket form you are trying to change?

    Best regards. 

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  • Aiden

    Sure thing Devan, here it is now
     I'm looking to add in more options to other ticket type, which is a multiple selection form, but there doesn't seem to be an option for me to do that, or I'm not finding it.

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  • Nicole S.
    Zendesk Community Team

    Hi Aiden -

    Just to confirm, what plan level are you on? The editing capabilities vary depending on your plan, and we should start by making sure that's not the issue. :)

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  • Aiden

    Hey Nicole,

    Makes sense for sure, we're on the Professional plan :)

    0
  • Gail L
    Zendesk Community Team

    Hi Aiden,

    If you're looking to edit the options in the field called Ticket Type in that screenshot, click on the Ticket Fields section right above the Ticket Form option and select "edit" for that field. Changes made to the options for the field will automatically carry over to the what is available on the form after you save any changes. There's more info on working with the fields in Adding custom fields to your tickets and support request form.

    You won't see the exact options described in this article because multiple forms aren't part of your current plan, but you can still add and remove fields from your ticket form. 

    1
  • Cory Waddingham

    I thought I would add the solution we came up with, in case it's helpful to others. We differentiate users by tags, and need to present different ticket forms to users based on those tags. So, we used some JavaScript to control which ticket form a customer sees, and some more JavaScript to hide an element on the form (specifically, the one that allows customers to pick the ticket form they want to use).

    • Create two ticket forms. In this case, "default_form" and "other_form". "other_form" has a ticket field that only some customers should see. 
    • Edit the `home_page.hbs` template and add a link for the default ticket form

    ```

    <a id="newTicketLink" href="/hc/en-us/requests/new?ticket_form_id=default_form">

    ```

    • Add some JavaScript in `script.js` to change the href if the customer has a certain tag

    ```

    if (HelpCenter.user.tags.includes("some_tag")){
    document.getElementById("newTicketLink").href = "/hc/en-us/requests/new?ticket_form_id=other_form"
    }

    ```

    • Finally, hide the select form field:

    ```

    x = document.getElementsByClassName("form-field select optional request_ticket_form_id")
    if (typeof x != 'undefined'){
    x[0].style.display = "none"
    }

    ```

    This goes into the section with DOMContentLoaded. 

     

    Now we have two different forms for different types of customers in the same brand, with no worries about customers who shouldn't see that field worrying about it. 

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  • Anais

    Hello,

    When we use multiple forms for different request types, can this request type information (form title chosen in the dropdown list) be collected and used in business rules or views ?

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  • Chandra Robrock
    Community Moderator

    Hi Anais - You can absolutely use Ticket Forms in Triggers and Views. In both cases, you'll want to select Form from the dropdown menu when building a new trigger or view, and then select the name of the ticket form you'd like to use.

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  • Anais

    Hi Chandra,

    That's great.

    Thanks a lot for your reply.

    0

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